Issue Assistance (HITL)

Issue Assistance (Human-in-the-Loop — HITL) adds a 24/7 human operations team as a safety net alongside Alice. When Alice encounters an issue she cannot resolve autonomously — whether it is an unusual request, a policy grey area, or a situation requiring human judgement — our team steps in, resolves it, and hands it back to Alice to continue.

What Alice does at this level

Everything from Automatic Issue Processing, plus:

• Identifies escalation triggers — Alice recognises when an issue falls outside her scope — an unusual request, a decision that needs landlord approval, or an edge case with no clear policy
• Escalates with full context — She hands the issue to the Brickwise operations team with the full tenant conversation, issue history, property details, and her assessment
• Resumes seamlessly — Once the human operator resolves the issue, Alice picks up where they left off and continues managing it through to resolution

How it works

1. Alice identifies an issue she cannot handle — this might be a request outside her training, a decision that needs landlord approval, or an edge case with no clear policy
2. She escalates to the Brickwise operations team with full context — the tenant conversation, issue history, property details, and her assessment of the situation
3. A human operator reviews the issue, determines the correct action, and executes it — sending messages, approving quotes, or updating the issue status
4. Alice picks up where the operator left off and continues managing the issue through to resolution

What the operations team handles

• Issues that fall outside standard policies or procedures
• Situations requiring landlord or property manager approval
• Complex multi-party coordination (e.g., insurance claims, legal disputes)
• Quality assurance checks on contractor work
• Edge cases where Alice needs human judgement to proceed

Who this is for

Issue Assistance is for property managers who want the confidence of full automation with a human safety net. It's ideal if you want Alice to handle everything she can, while knowing that anything she can't is handled by professionals — without your tenants ever noticing a difference.

Your tenants never notice

The handoff between Alice and the human team is seamless. All communications continue under your brand name, through the same channels. From the tenant's perspective, they are simply getting their issue resolved — they will never know whether it was Alice or a human behind the response.

Getting started

Issue Assistance can be enabled at any time alongside Automatic Issue Processing. Your Brickwise team will configure escalation rules based on your preferences.